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How to Get Your Customers Swearing by You, Not at You - Telephone Doctor's Guide to Customer Service Training (Paperback, illustrated edition)
Loot Price: R1,275
Discovery Miles 12 750
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How to Get Your Customers Swearing by You, Not at You - Telephone Doctor's Guide to Customer Service Training (Paperback, illustrated edition)
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Faced with the challenge of developing effective customer service
training? Not sure where to start? Whether you are a novice at the
customer service game or an experienced facilitator, this book will
make the development process fun and a whole lot easier. ""How to
Get Customers Swearing by You, Not at You"" is an invaluable source
of customer service material, tips and ideas all geared toward
keeping the customers you worked so hard to get. This book is
highly readable, the suggestions are easily adapted and the
information is serious, yet presented in a lighthearted manner.
Step by step, the 'Telephone Doctor' walks you through the process
of creating a formal customer service training program: Analysis -
Find out what your customers like and don't like; Design - Decide
what topics you'll teach your employees so they know what they need
to do to provide the service customers want; Delivery - Determine
the best way to convey the information; and, Evaluation - Be sure
what you teach them works. Topics include barriers to training,
management involvement, content, budgets and costs, icebreakers,
workbooks, role playing, lecturing, questions, problem attendees,
classroom evaluations, testing and more. Throughout the book, the
author offers short commentaries on aspects of training and
customer service that will help you look at the subject in a fresh,
new light. ""How to Get Customers Swearing by You, Not at You""
covers a lot of ground. But it is all common sense and will empower
you to create your own customer service training program and make
it as basic or elaborate as you wish.
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